Operations Manager - Tour Company
ATL Global Business is an internationally oriented and privately founded recruiting and consultancy firm based in Kenya, with operations and partners in South Africa and East Africa countries. Committed to our slogan "World Class Service delivery with Integrity” we work hard to provide quality and talented professionals who contribute to the success of the company.
Based at the head office in Nairobi, the role of the Operations Manager will be to ensure that the Operations Department is operated in a smooth, efficient, and cost-effective manner to meet the needs of the business and sustain profitable growth as well as facilitate high-quality customer service and coordinate all communication regarding clients on the ground.
Specific Responsibilities:
- Develop and implement SOPs for the Operations Department
- Management provision of Branding and Agent Collateral Management inclusive of water, wipes, and gifts
- Develop and implement operational vehicle Quality Control
- Guide Performance Monitoring & Reporting
- Assist the transport and fleet department in quality control i.e. the vehicles and drivers
- Coordinate VIPs and large group transfers
- Ensure effective management of crisis and emergencies
- Develop and implement a crisis management procedure and ensure compliance incase of emergencies
- Be fully conversant with all company safaris
- Provide feedback and any ideas for improving the quality
- Manage On-ground VIP handling, welcome letters, gifts, etc
- Coordinating, and conducting In house Operations and agent specific Training across East Africa
- Coordinate management of the emergency line
- Achieve full compliance on all matters of agent branding, including uniforms
- Ensure consolidated processes and procedures are followed within the East African Operations
- Maintain a harmonious working relationship with hotels/airline personnel to ensure preferential handling of Sense of Africa guests
- Provide leadership in Crisis Management and Communications
- Assist the CSR Team if necessary with Agent related reports
- Complaints Handling, Management and Evaluation
- Any other duties as may be assigned
Minimum requirements
- Degree/Diploma in Business Management/Customer Care/ Tour Operations/ Logistics Management/ from a recognized Institution
- 5 years’ experience in Hospitality/Tourism Sector would be an added advantage
- Excellent Customer Service Skills
- Strong Interpersonal Skills
- Computer Literate
- Strong Communication skills (both oral and written)
- Planning, Organization, and Negotiation Skills
- High level of Integrity
- Problem-solving skills
- Flexibility and willingness to work long, irregular hours
Method of Application
If you possess the above qualities, you are encouraged to apply by sending your CV and cover letter detailing your suitability to hr@senseofafrica.co.ke and copy atlglobalbusiness@gmail.com.
The application deadline is 26th January 2024. Only shortlisted candidates will be contacted.
